In the face of intense competition and globalization, organisations realize that to remain competitive it is essential to deliver consistently superior service quality. This can lead to many benefits such as time saving, cost reducing, increased market share and profits (Chen, Chang, Hsu & Yang, 2011). …
Download file to see previous pages...
Services industry is the fastest growing segment in the world economy and the biggest challenge is customer satisfaction which depends upon service quality (Bick, Abratt & Moller, 2010). Customer service excellence becomes essential to achieve customer satisfaction which in turn translates into customer loyalty. Organisations are convinced that customer service delivers benefits and hence quality management programmes have been created that relate the service attributes to how customers would evaluate quality (Bolton & Drew, 1991). This implies that people skills are essential for personal and organisational success. Customer service excellence is based on customer insight, segmentation and leadership (CSE, n.d.). Segmentation helps to understand the needs of the customers which differ across cultures. Segmentation is implemented through the process of identifying and differentiating between groups that have similar needs or wants. By focusing on their needs, motivation and choices, the organisation can achieve customer service excellence as they realize that one-size-fit-all approach in not applicable in the service industry. Customer service excellence operates at three distinct levels – as a driver of continuous improvement, as a skills development tool and as an independent validation of achievement. Culture, according to Hofstede, “is the collective programming of the mind which distinguishes the members of one group or category from another” (Hope & Muhlemann, 2001). It has also been defined as the “software of the mind...” and culture is the way that a group of people solve problems and reconcile dilemmas (Lorenzoni & Lewis, 2004). Moreover, customers from different backgrounds also have differing levels of literacy which influences the evaluation of performance standards (Pizam & Eliss, 1999).Cultural difference cause differences in expectations, goals, values and proposed course of action. Cultural differences impact the belongingness, love and esteem needs of individuals and these principles reverse the Maslow’s hierarchy of needs theory. Subtle cultural differences cannot be ignored as the direct impact can be observed in decisions, outcomes and delivery of service (Korac-Kakabadse & Kouzmin, 1999). To achieve service excellence organisations would have to ensure that employees are adequately trained in the different elements of culture that manifest in many ways. Manifestation of cultural differences can be found in language and communication styles, in expression of emotions and body language, in social customs and eating habits. The deepest and the most ingrained manifestation of culture is the cultural assumptions from which stem the norms and values (Lorenzoni & Lewis, 2004). The most visible manifestation of culture is everyday behavioural standards. Hofstede has identified four different dimensions on which culture can be measured. These include the power distance, individualism, uncertainty avoidance and masculinity. Cultures distinguish people in how they behave, maintain relationships and relate to each other in a variety of ways. It also influences the attitude towards time and the attitude towards the environment. All these factors heighten the importance of ensuring that employees are trained in understanding the nuances of different cultural backgrounds before customer service excellence can be expected. The hospitality industry is diverse in nature and each customer is individual in his/her needs and wants. The same customer may have different needs and demands in different situations (Baum & Nickson, 1998). Cultural differences impact the outcome of business because according to Hofstede different cultures imply different mental programming (Gilbert & Tsao, 2000).
...Download file to see next pagesRead More
Cite this document
(“The Impact of Culture on Best Practice Production Management Essay”, n.d.)
Retrieved de https://studentshare.org/business/1391732-the-impact-of-culture-on-best-practice-production-management
(The Impact of Culture on Best Practice Production Management Essay)
“The Impact of Culture on Best Practice Production Management Essay”, n.d. https://studentshare.org/business/1391732-the-impact-of-culture-on-best-practice-production-management.
There are many literatures related to management styles performed in the United Kingdom, therefore the essay will also throw light upon such management styles. The other part of the essay endeavours to reflect upon the extent to which the organisational culture of Lloyds TSB reflects or is distinct from that of the national culture and the methods to manage the differences within the national culture.
Music offers eternal bliss, and the world revolves around it. Cell phones, elevators, shopping malls, not to mention some or the other tune one keeps humming always. There is music around us, be it in nature in the form of birds chirping, wind blowing, leaves rustling, brooks flowing, or manmade form the version which majority of people enjoy and cannot live without.
DECLARATION This is to be stated that all the content in this thesis/dissertation is a result of my own research efforts. The content has not been produced without any individual’s help, neither is it influenced by any individual’s work. The contribution of few researchers has been included in the thesis/dissertation, however, they have been given due credit at all instances.
It is clear that children’s’ rights and interests are violated in many countries in the world (Barker & Hodes, 2007). Forced labor, sexual assault, body injury due to beating, early marriages among others are some of the child rights being abused. This call for the government to come up with laws and commissions that will oversee that child rights and interest are practiced.
Part of the reason why industrialization took place in the USA during the 19th century was due to the blooming of trade between North America, Europe and Western Africa, which saw the supply of raw materials increase by a large margin (Hirschman & Mogford, 2009).
Even where governance is by people who own the majority stakes, their own positions and the respect, they command are contingent upon their competence rather than ownership (Ahuja, 2005 880).
" Management is the art of getting things done through other people.
To achieve this companies are constantly working towards improving production levels and quality by speeding processes involved in production and as well as consciously targeting costs.In this milieu an incresing numer of companies are getting to recognize the fact that they cannot excel in everything connected to their business and delivery of products and services they are known in the market for.They have begun recognizing that it makes sense to find sub-contractors for parts of their work and leverage on their work to roll out a finally bundled up product.Outsourcing of manufacturing can help companies concentrate of areas of competence whilst a the same time ensuring that the other rel
Taiwan attaches great importance to its links with multinational corporations (MNCs). In some ways, the importance of these links extends into the political arena, providing the island with international legitimation through its participation in a "transnational system" where economic and technology relations with MNCs act as a proxy for formal diplomatic relationships.
Montana and Charnov define management as working with and through other people to achieve the goals of both the organization and its members. Emergency management deals with risks and how they can be avoided. Crisis management deals with risks and threats to the organization. However, it is more concerned with the management of an unpredictable event.
The companies or the industries may adopt this approach during the situations of product unavailability in the market and rising demand of a particular product (Brady & et. al., n. d.).
There lay several challenges that face by companies or industries of this
14 Pages(3500 words)Essay
GOT A TRICKY QUESTION? RECEIVE AN ANSWER FROM STUDENTS LIKE YOU!
Let us find you another Essay on topic The Impact of Culture on Best Practice Production Management for FREE!